Posted 5 months ago by

Client Services Analyst

New York City, NY, United States
Employment: Full Time Experience: Mid-Level
PowerToFly approved because…

NTURN is a B2B marketplace that is changing how the retail sector manages inventory, allowing brands and retailers to buy and sell in seconds. We’re addressing the ignored off-price market by bringing innovation for the first time since Microsoft released Excel. We are a start-up in NYC that is changing the retail industry… and having fun while doing it!

The client services analyst is a highly visible team member responsible for the post-sale success and satisfaction of a portfolio of 12-15 INTURN customers. CS analysts work to identify and address any customer satisfaction, growth opportunity or risk within their portfolio, while also attending to the day-to-day operations of each account. This includes, but is not limited to, training, troubleshooting and ongoing, proactive communication both internally and externally. Client services analysts are expected to maintain a high level of operational efficiency and delivering superior client service.

Responsibilities

  • Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts
  • Build, maintain and execute on account plans for each assigned account
  • Develop strong relationships with all key decision makers and influencers across account
  • Own all primary Customer communication and resolve escalations with autonomy
  • For clients, assist with and understand internal budgets, forecasts, and margin management
  • Gather feedback from customers and work with product to identify client-centric solutions
  • Analyze customer data to identify best practices
  • Report on, and mitigate, risk and opportunity within portfolio
  • Help customers plan and understand the best ways to utilize INTURN for their specific business needs by serving as a product expert
  • Work closely internally with cross-functional teams to ensure alignment on key accounts and decisions
  • Contribute to internal projects including research and client data-entry
  • Think outside the box to offer new ideas to leadership team that foster client success

Education

  • BA/BS is required
  • Advanced degree is a plus

Key Qualifications

  • Ability to effectively communicate ideas to clients, executives, and cross-functional teams with both excellent written and verbal skills
  • Basic knowledge (at a minimum) of retail industry, including inventory management and supply chain lifecycle. Knowledge of wholesale is a plus.
  • Extremely proactive and highly organized with an ability to manage and complete multiple tasks on time and within a budget
  • 2-4 years experience in account management or customer success at a SaaS company preferred
  • Technical aptitude and ability to learn software programs
  • Experience with Customer Relationship Management (CRM) software such as, Salesforce
  • A commitment to going above and beyond to make clients happy with a “no task too small” outlook
  • Highly proficient in Microsoft Office (Word, Excel, and Powerpoint). Familiarity with Salesforce is a plus.
  • Ability to deal with ambiguity and effectively manage internal resources
  • Willingness to travel if necessary

Benefits & Perks

  • Medical, dental, and vision health care
  • Paid Parental leave
  • 401K retirement plan
  • Paid vacation days: 18
  • Equity options
  • Friday lunches… #noms
  • Company outings & summer events

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